Overview
The customer service model for the insurance industry has continued to evolve, from a model where customers had limited interaction with their insurance carrier for service-related inquiries, to one where the carrier has become an integral part of the service equation. Contact centers are the front line between carriers and consumers and play an crucial part in customer retention.
To understand the impact contact centers have on a carrier’s operations, Ward Benchmarking conducted a survey of North American insurance carriers during the fourth quarter of 2022. The results include detail for P&C, and Life, Health, and Annuity Companies.
The report is available for $7,500.
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